Embedded networks and exempt sellers

If you are an embedded network customer seeking advice, visit our page on embedded networks.

Some businesses and organisations that supply electricity under an energy exemption are required to be members of the EWOQ scheme.

This includes many embedded network owners and operators, even where energy supply is not their main business.

Who must join EWOQ

You must join EWOQ if you are an exemption holder supplying electricity to residential customers under the Energy and Water Ombudsman Regulation 2022.

This applies to holders of the following exemption classes (or individual exemptions), as defined by the Australian Energy Regulator's Retail Exempt Selling Guideline and Network Exemptions Guideline:

  • D2, D6
  • R2, R3, R4
  • ND2, ND6
  • NR2, NR3, NR4.

These categories typically cover:

  • embedded networks in apartments, retirement villages, caravan parks and shopping centres
  • on‑suppliers of electricity to residential occupants.

This requirement applies to exemption holders, not just sellers.

Some embedded networks may also supply water and may have additional obligations.

Exempt sellers with 2,000 or fewer customers

If you are an exempt seller described above and supply electricity to 2,000 or fewer customers, you are automatically considered an EWOQ scheme participant.

You still need to apply to join, so we can provide updates and support.

No annual participation fee applies.

See Fees and charges below for full details.

Exempt sellers with more than 2,000 customers

If you are an exempt seller described above and supply electricity to more than 2,000 customers, you are required to apply to join EWOQ.

An annual participation fee applies.

See Fees and charges below for more information.

Bodies corporate and managing agents

Bodies corporate 

If a body corporate is legally named as the exempt seller, it must join EWOQ—even if it uses:

  • a billing agent
  • a strata manager
  • an embedded network manager.

Managing agents

Billing agents, strata managers and embedded network managers do not need to join EWOQ themselves, but can:

  • apply to join on behalf of an exempt seller
  • manage complaints with EWOQ as an authorised representative.

An authorisation form must be completed for this arrangement including details for the exempt seller and the managing agent.

Your obligations as a scheme participant

As an EWOQ scheme participant, you must:

  • cooperate with EWOQ to resolve complaints from your customers
  • provide information requested by EWOQ within required timeframes
  • tell customers they can contact EWOQ if their complaint is not resolved
  • include EWOQ's contact details where required, such as:
    • on customer bills
    • in your complaints and dispute resolution information
    • on restriction or disconnection notices, where applicable.

New regulatory obligations for exempt sellers

The Australian Energy Regulator (AER) has introduced new obligations for many exempt sellers and embedded network operators, with key requirements taking effect between January and July 2026.

These changes affect how exempt sellers:

  • support customers, including people affected by family violence
  • provide information on bills and other customer communications
  • handle complaints and explain access to EWOQ.

We've created a dedicated page to help exempt sellers understand what's changing and what action to take.

Meeting your obligations – Exempt sellers

This page includes:

  • an overview of the regulatory changes
  • what exempt sellers should be doing now
  • key dates and timeframes
  • answers to common questions.

Fees and charges

No annual participation fee applies to exempt sellers described above who supply electricity to 2,000 or fewer customers.

An annual participation fee of $5,000 applies to exempt sellers described above who supply electricity to more than 2,000 customers.

Some exempt sellers are also authorised energy retailers that on‑supply electricity under an exemption.

Where this applies, the participation fee is:

  • $5,000 per year for the first authorisation
  • $10,000 per year if more than one authorisation is held.

At this time:

  • exempt sellers are not charged case management fees when EWOQ handles complaints from embedded network customers.

Resources for embedded networks and exempt sellers

We provide guidance to help exemption holders understand their responsibilities and work effectively with EWOQ, including:

How to join

You can apply online once you're eligible to join the scheme.

Apply to join EWOQ

If you have questions about eligibility or fees, contact us on 1800 662 837 or submit a scheme membership enquiry form.

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